Inn Consultants and Brokers Since 1993

Rick Wolf and Peter Scherman (that’s Rick on the left and Peter on the right) are both experienced speakers who have presented on a range of innkeeping related topics at the state, regional, and national level. They gather and analyze research for the Innkeeping industry and welcome the opportunity to share it with others. Contact Us

The B&B Team
 

Posts Tagged ‘innkeepers’

2016 The Year of the Entrepreneur/Innkeeper

December 29th, 2015 by Janet Wolf

New Innkeepers/Entrepreneurs and seminar graduates Amanda and Joe The Villa at Saugerties

 

The phone rings, and we answer… How may I help you? “Well…I would like some information on the So ‘n So Inn you have listed on The B&B Team website”. Thus the conversation starts and the journey begins. “For would-be entrepreneurs, sometimes the hardest part about starting a business is taking that first step.” From a recent article “Why 2016 Is the Year of the Entrepreneur” by Paul Sisolak.

I agree with this statement 100%, and making that call to The B&B Team is a smart first step.

The theme of Mr. Sisolak’s article focuses on the need for fiscal responsibility for the “would-be entrepreneurs.” Tip #1 was the need for creating long term wealth. The article gives great advice on how to conserve spending and create future wealth.  The buyers we have worked with that have the strongest buying power have done just that. They are in a position of strength because they have focused on long term financial goals. As a result they have more options in what they can consider to purchase and where!

In The B&B Team’s extensive experience, when we see strong buyers come to us, they come with a good credit score, assets and often times, retirement savings. They have planned and are in control of their financial resources and are now seeking advice on how best to put it to use for their future life as innkeepers.

Aside from the financial (but not underestimating its importance), is the personal side of making that first step.

“2016 is the year to break free from mediocrity and society’s norms. Now is time to quit your 9-5 job and become an entrepreneur. Start becoming the true you and create the lifestyle you are destined for.” Josh Felber, a serial entrepreneur and high performance coach.

Pretty bold statement! Depending on the circumstances, we often suggest that a good position to be in is jobless and homeless!  Why? Because you are ready, willing and able.

There must be an excitement and positive anticipation for pursuing any new venture. Focus on that initial excitement and passion; that is what gives you the incentive to move forward. Then ask yourself these initial questions.

  • Are you willing to take that chance, believe in yourself and be willing to learn new skills?
  • Do you have confidence that your past successes and your ability to create wealth CAN transfer towards a successful entrepreneur/innkeeping career and lifestyle?

The B&B Team can help you decide if innkeeping is the right choice for you. If you have the passion we can help guide you to achieve your financial goals. They both go hand in hand.

After that first phone call, our next piece of advice is to attend one of our “Better Way to Learn innkeeping™” aspiring innkeeper seminars. The wealth of information in our seminars is tremendous. No muffin recipes, just the facts Jack! The kind of information you need to help you make the decision to move forward or…step back.

Take a look at The B&B Team’s 2016 Seminar Schedule and make that first step, your inner would-be entrepreneur is calling you.

Thanks for Listening,

Janet Wolf

Out of the Box Ideas

September 18th, 2014 by Janet Wolf

Out of the Box ideas

Pin your guests!

 

Out of the Box ideas

Hide TV and digital picture frame cords without cutting holes in your wall

One of The B&B Team’s Pinterest boards is called ‘Think Out of the Box Ideas’. Subtitled, ‘Unique Decorating Random Pins That May Inspire’. I have so much fun with this, discovering fun DIY projects that I believe could add some fun conversational interest for your guests and for you, the innkeeper. Some of the ideas are practical, some are just plain fun. See if any ideas that I feature here fit your Inn’s personality.

Like this fun and practical idea on how to hide your cable cords.

I hope some of these ideas add a smile to your face. And some inspiration.

Thanks for Viewing,

Janet Wolf

 

out of the box ideas

Cute

out of the box

Turn old postcards into a striking art display: Using bookbinder’s glue, affix postcards to a large canvas then hang it to your wall. #diy #art Vintage postcards of your area. Guests would love this!

 

out of the box ideas

Light up your entrance. No carving required!

Procrastination Is Costly

September 27th, 2013 by Janet Wolf

Nike Just Do It

So…Just Do It! Thank you Nike for telling us over and over to get off our butts. Procrastination is costly, in life and especially  in business. You plan on upgrading your decor, your website is dullsville and the word tired comes to mind. I hope this is not you, but just in case… Procrastination stops momentum and before you know it your property loses the edge needed to attract today’s traveling crowd. If you aren’t keeping up, others are.

In the first decade of the new century travelers saw substantial upgrades which included higher quality beds, brighter lighting and bigger work spaces that included power consoles. All of the above is now expected and if not provided it is duly noted. It is certainly noted by all of us at The B&B Team when we travel. Convenience, it is what we all want. A one stop plug location is very important to all travelers who need to stay connected, and that is about everybody! Do your guest rooms provide this? If not, well…just do it.

This is just one small but important example of investing in your business. Knowing your guests wants and needs and then providing them is the definition of hospitality. So how about that comfortable work space (by any other name, a desk and chair)? Again the word is convenience and then add comfort to the mix. I believe that innkeepers can find space in their guest rooms for this addition. Maybe just by removing a dated TV armoire or large dresser.

Simple and Convenient

Simple and Convenient

The origin of the Nike ‘Just Do It!’ ad campaign was and still is regarded as a “tough, take no prisoners ad campaign.” It all started 25 years ago. Their goal was to “target every American regardless of age, gender or physical fitness level.” I believe that could be any innkeeper’s marketing goal too. Target every traveler regardless of age, boomer to next gen, and provide them with convenience, comfort and thoughtful up to date amenities.

Investing in the overall comfort and convenience of your guests is an investment that will compound over time. The pay back will be apparent. Procrastination will only bring mediocrity and a dwindling return on your investment, your Inn. Procrastination is costly, every year of delay in all aspects of your Inn, from marketing to physical upgrades can dramatically reduce the value. You don’t want that facing you when you become ready to sell.

So…Just Do It! Or you could take Mark Twain’s advise. “Never put off until tomorrow what you can do the day after tomorrow.” Great funny man but he would have never made it as a Mad Man for Nike.

Thanks for Listening,

Janet Wolf

 

PAII Innkeeping Conference and Trade Show of Shows

January 21st, 2013 by Janet Wolf

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The PAII ‘Rat Packer’ Staff

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Jay welcoming us all to Las Vegas, great hair Jay!

Whether this is your first PAII conference or your umpteenth, the upcoming 2013 conference in Las Vegas promises to be be quite entertaining. I know that Jay Karen and the entire staff are gearing up and making last minute plans. Take a look, here they are looking so cool, ready to take over Vegas.

There is a rumor that Jay is planning a very special welcome for this year’s conference attendees. Here is my crazy guess.

 

 

Now I know that according to the ad campaign ‘what happens in Vegas stays in Vegas’ but for innkeepers attending this conference you will be taking some things home with you to your Inns, like knowledge, great ideas to implement, new amenities, media tools and lots of great memories. The B&B Team would like to be a part of the education that you take back with you. Peter and Rick will be presenting sessions as will Dana Moos, one of our newest additions to our team. Scott Bushnell will be in charge of Audio/Visual and room set up as well as presenting at the Aspiring Innkeeper Day. Marilyn Bushnell is heading up the coordination of Food and Beverage for the conference. But wait there is more, our latest addition, Eliot Dalton will also be there swingin with the team. Oh and Peggy Scherman and I will also be there, you’ll find us at the tables…our booth tables of course.

To top off the festivities, The B&B Team is celebrating our 20th Anniversary this year and would love to welcome all our old and new innkeeping and vendor friends at our booth on the trade show floor. Stop by and help us celebrate. So get out your bangles and beads, get ready to recharge your batteries and meet us at the Tropicana on January 28-31. Can’t wait!

Thanks for listening,

Janet Wolf

BBteam-20thAnniversary

Girls Getaway Road Trips

July 10th, 2012 by Janet Wolf

“Friends meeting friends in places where none of you live.” This is a Nora Ephron quote I wrote down a few years ago thinking I may use it one day in a blog. With her unfortunate and untimely passing last month this quote came to mind and I searched through my neatly organized desk drawer (!) and found it written on a sticky note that had lost its stick. This may not be one of Nora’s most memorable quotes but the simplicity of it is what I like.

I love road trips and combining one with a girls’ getaway vacation seems like a great marketing opportunity for innkeepers. A trip where you can meet up with your best buds in a place you all agree on, where none of you live and can let loose, relax and explore. I searched the web for a road trip that would fit this criteria. A 70 mile stretch of I-95 between Palm Beach and Miami caught my attention. “Some head south for the sun; others, the shopping. Here is our guide to the best vintage stores in South Florida.” Sounds like a blast for a group of girlfriends on the lam. Remember a road trip is as much about how you get there as where you are going. Renting a vintage car for the trip would add to the adventure. Take a look at the two day itinerary the author has put together with some real funky shops and eats along the way to experience.

Wherever your bed and breakfast is located, I am sure there are unusual shopping and local dining adventures that would make a great one of a kind Girls Getaway Road Trip package. Start your engines! The ideas and opportunities for creative packaging in this arena are boundless.

Spas combined with wine is another draw for a no stress girl’s getaway package. I located a spa in California  that offered “Vino Therapy.” What? I just had to read on to find out what that was. Here it is: “The power of the grape, penetrating, protective qualities of topical treatments based on oils extracted from red wine, Chardonnay and Riesling grape seeds.” My first thought after reading this was…I’d rather drink the wine and receive the “penetrative and protective qualities” that way. To be fair the spa does offer both methods of enjoyment. Just another niche market to add to the list!

Some more research brought me to ‘Road Trips for Girlfriends’, an online magazine “for women interested in planning their next girls only road trip.” You can find a lot of information on road trip destinations, themes, travel gear and travel tips.  I highly recommend reading one of their latest articles about the authors search for the best cupcakes in Oklahoma City. She found it in Sara Sara Cupcakes, a destination with great sweets and the added pleasure of a milk bar. “Good friends sharing a simple pleasure on an idyllic day without a care in the world.” Another great quote that really paints the picture.

Think about it. A perfect girlfriends’ getaway road trip starting right at your inn’s driveway that includes a two, three, four days or more adventurous itineraries.  Whether the road leads you to funky shops, vino therapy, or cupcakes and milk, it’s all in the fun of discovery.my drive to work today

 

Guest Complaints:Face to Face or Facebook

June 25th, 2012 by Janet Wolf

complaint dept

Remember William Buckley Jr., the conservative political commentator and author? He had a command for the English language unlike no other. Here is what he wrote in an essay about why people don’t complain face to face.

“…we are all increasingly anxious in America to be unobtrusive, we are reluctant to make our voices heard, hesitant about claiming our right; we are afraid that our cause is unjust, or that if it is not unjust, that it is ambiguous; or if not even that, that it is too trivial to justify the horrors of a confrontation with authority; we will sit in an oven or endure a racking headache before undertaking a head-on, I’m-here-to-tell-you complaint. That tendency to passive compliance, to a heedless endurance, is something to keep one’s eyes on — in sharp focus.” 1961 Essay ‘Why Don’t We Complain’ by William F. Buckley Jr.

Remember this was 1961, decades before social media and all the outlets we have for anonymous complaining. I wonder what he would have thought about Trip Advisor and Facebook?

As consultants, The B&B Team has the opportunity to listen to innkeeper’s stories about guests who have checked out and appear happy as can be. Then a few days go by and they receive an alert about a new review posting. Behold those happy guests were really NOT happy and their complaints get posted and go out there for all to read. It hits you up side of the head and in your gut, right? So why didn’t these folks just tell the innkeepers about their issues during their stay? Most innkeepers would gladly do everything in their power to rectify any negative situation.

Just like Mr. Buckley writes, most people don’t like to complain face to face because it feels confrontational. Is this a bit cowardly? I don’t think so, just human nature. The dis-satisfied guest will leave your inn feeling they have not received a good value for what they have paid for. Remember, true or false, their perception is their reality. Is the complaint legit or an emotional rant?

Let’s go back a few years before the social media phenomenon. A piece of paper in a guest room with a title ‘Guest Questionnaire’. Many innkeepers still provide this outlet, certainly hotels and airlines do. This may not be face to face communication but it is still a more direct guest to innkeeper approach. Your response can also be more direct and personal. Note: This should not take the place of encouraging your guests to post on social media outlets. Those glowing reviews pilling up help your business and help you manage your reputation which can result in bookings. This non tech suggestion is just another way of receiving customer feedback.

Some suggestions for survey questions:

  • Was check-in prompt and courteous?
  • Was the cleanliness of your room satisfactory?
  • Was the room temperature comfortable and controllable?
  • Was the lighting adequate?
  • Further suggestions welcomed.
  • Would you choose to stay with us again?

After receiving a negative (or positive) comment from a questionnaire you can then email or call and discuss the complaint and then take action. Communication is key. Listen and respond and set emotion aside.

Another author who has a good insight into the subject of complaints is Janelle Barlow. Her book ‘A Complaint is a Gift’ is a classic and great read. A few basics from her:

“You don’t know how to improve your product or service if you don’t know what’s wrong.”

“Complaints can give you valuable information on what is important to people, what they are willing to spend money on.”

In conclusion the reality is there will always be complaints and dis-satisfied customers. This is human nature and the nature of doing business. In general complaints are also a normal part of being in relationships with people. Our bed and breakfast world of the hospitality business is very personal and face to face. The key to success is in the perceptions (there is that word again) of your guests. If you can recognize during their stay any hints of dissatisfaction you can then ask them face to face if there is anything you can do to make their stay better. By understanding them better you can move forward and take action towards an improved and ‘Better Way to Stay’ inn.

 

L is for Les Clefs d’Or – Keys of Gold

April 25th, 2012 by Janet Wolf

Signature Keys

The professional concierge organization, Les Clefs d’Or, has been around since 1929 and you may have known or guessed, was formed in France. The crossed golden keys a member earns is quite prestigious, there are only 650 in the United States and about 3500 worldwide. The organization is strictly a hotel service organization. Sorry, no bed and breakfast innkeepers need apply! This doesn’t mean you cannot achieve the kind of excellent service a Les Clefs d’Or concierge provides.

Let us look at some basic services a concierge provides.

 

  •  Make restaurant reservations
  •  Arrange for spa services
  •  Recommend night life
  •  Book transportation
  •  Procure tickets to special events
  •  Assist with tours of local attractions

Innkeepers are obviously concierges, since you do this stuff all day, night and in between! Going above and beyond the basics is what a great innkeeper/concierge must do to exceed the expectations of their guests. Here is a great story and a great example of going above, beyond and achieving the nearly impossible.

A guest walks up to the concierge and says. ”The cheeseburgers here are terrific. I want to send one to my brother in Bahrain and I want it to arrive hot.” “The concierge calmly replies, “Will that be with Bleu Cheese or Cheddar?”

That concierge was Holly Stiel, a motivational speaker and the first US woman member of Les Clefs d’Or, quite an honor. Many of you may have heard her speak at the PAII Conference in Little Rock this year. Holly tells this story often as does The B&B Team in our seminars and presentations. In fact this is the opening quote in Chapter 1 of her new book, ‘The Art and Science of the Hotel Concierge.’ There is so much in this book that anyone involved in hospitality or any service business will find informative and inspiring.

Great innkeepers/concierges do not work alone. Having an extensive list of contacts with local merchants and service providers they can rely on is essential. Building those important relationships with your contacts can make you look absolutely brilliant and your guests absolutely grateful. There is an entire chapter in the book entitled; ‘Building and Nurturing Relationships’.

Another part of great service is anticipating a guest’s wants and needs. It starts with listening. A friend and concierge colleague of Holly’s, Johanna Husk, writes in the book’s preface; “Yes, we are here to answer questions, but often the questions a visitor asks is just the tip of a vast iceberg, underlying what they really want to know: How can they get the most from the limited time they have during their visit, and how will they fit it all in to make an enjoyable experience?” Holly calls this; ‘being a sleuth and reading the moment.’

This is where the art and science comes in. With new innkeepers it sometimes takes time to develop these skills, but once you do you can become the ultimate problem solver, organizer and hero. Your guests will remember you, the great experience they had that YOU helped create and come back for more!

Goodburger

Make mine cheddar

 

R is for Rates – To raise or not to raise, that is the question

March 5th, 2012 by Janet Wolf

The Gower Memorial - Hamlet Statue in Stratford upon Avon

Prince Hamlet

When it comes to rates, to increase or not has always been a brooding question for innkeepers and a subject of much discussion, especially in tough economic times. In a recent PAII Forum thread the subject of raising rates was introduced and many innkeepers took the time to give their opinions and express their own dilemmas when making this tough decision.

“Travelers don’t buy rate; they buy value.” Neil Salerno – Hotel Marketing Coach

Think about this statement…value over price. Let’s look at what value is and put aside the number crunching for now. There are three key components to consider when looking at your property and determining value. In analyzing your Inn and determining its value, you should include your bed and breakfast location (which cannot be changed), your facility inside and out (which can be changed and will lose value if not maintained) and your competition (which can also change and must never be ignored). All of these components should be honestly scrutinized when making the decision whether to raise your rates or not.

Location – A popular tourist destination will command higher rates. This is a given. A great location needs great marketing to keep its competitive edge. Participating in your Chamber of Commerce, local, state and national (PAII) innkeeper associations and tourist bureau can keep you informed as well as give you the opportunity to help in the marketing of your property’s location. Working within a vacuum is not good for your business. Other location factors to include are close proximity to attractions, restaurants and activities. Water views, mountain tops and other attractive surroundings should also be considered. Your market value will be on the high side if you are in a popular destination in an attractive setting with great marketing.

Facility – Your entire Inn must always be a work in progress. Upkeep, improvements, re-doing guest rooms and baths, keeping up with all sorts of trends, from marketing to décor, the list goes on. If your rates have not been raised in three years and you have done nothing to your Inn in three years then you can’t justify raising your rates, because you have not added any value to your facility. But, if you have consistently made significant ‘value added’ improvements to your property and have communicated them to your potential guests loud and clear, then you are in a much better position to raise rates. Travelers will look at a ‘new and fresh’ guest room and put a higher value to that room in comparison to another room that appears dated and tired. Don’t forget to present these improvements on your website, Facebook and all your social media! Your amenities will also help to determine your individual room’s rates. The more bells and whistles the better.

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Curb Appeal - A Cottage Suite at The Inn at Stockbridge, clean and pristine!

Competition – Positioning yourself properly within your marketplace is key. Knowledge of your competition will help you position yourself and determine whether your rate structure is competitive. Look at the rates of properties in your marketplace area that you determine are comparable to yours. If their rates are generally lower than yours, look deeper. What do they offer, i.e. smaller rooms and baths that appear dated, a property location that is not as attractive as yours, an inferior breakfast offering. Also look at the properties that have higher rates, again look deeper, are they offering more luxury amenities, and are they AAA Four Diamond or Select Registry? All of these offerings are perceived as having a higher value. If a potential guest determines there is value in what you offer then they will book even at a slightly higher price than your competitor.

There is also the consideration that the rates you and your competitors are currently offering are at the highest your market will bear. So if you don’t believe you can raise your rates at this time, what can you do to raise revenues? Creating and promoting special packages is a good way to accomplish this. “Packaging allows you to mask actual room rates with features which add benefits (value!) to staying at your Inn.” (Another quote from Mr. Salerno). The B&B Team is a firm believer in packaging as a great tool to increase your bottom line.

What next? Homework. Look at the three components and make lists of your strengths, your weaknesses and your opportunities in these three areas. This should give you an idea of the areas you need to work on and then make a ‘To do priority list’. Increasing the value of your Inn will eventually enable you to prudently raise your rates. When your occupancy starts to climb, when your revenue starts to climb from packaging and specials and better marketing of your Inn, these are clues that you are creating a demand and good value to your guests. When you are confident about the quality and value of the product you offer, then raising rates becomes any easy decision. No need to brood and ponder like Prince Hamlet. Determine your worth and take action.

Janet Wolf

 

T is for Trust…Especially Between an Inn Seller and Buyer

January 11th, 2012 by Scott Bushnell

Just yesterday I received a call from an innkeeper with whom I have had a relationship who was considering selling his inn, a 7 room bed and breakfast inn in a nearby state.  Just what we do!  Thanks for the call!   We opened up a dialog about the inn, its size, its location, discussed the process, and then I suggested he send me a copy of his 2010 and 2011 financials.  You would have thought I was asking for his FBC (first born child).  “I just will not get into the hassles of trying to explain my financials and business with ANYBODY.  Just sell my inn!”  He was adamant and fixed in his stubbornness.

My antennae went up like a dog’s ears at suppertime.  After failing to convince him that this is an important step to understanding the revenue and net operating income of the inn (to help establish its value), we closed our conversation that perhaps the best way to sell his property is as a residence through the local MLS system since a buyer would never be able to get a commercial loan on that property without the bank seeing the financials.  He was satisfied with that…I guess.

But the point is trust.  I lost trust with him.  Was he cheating the IRS and did not want to let anybody discover it?  Were his numbers so poor that I would be trying to sell his inn only on its potential?  Does he even have records?  All kinds of distrustful thoughts went through my head.  I hope all them are wrong.  If a seller, perhaps even unwittingly, withholds information from a buyer, trust is jeopardized, and with the limited number of buyers and the huge inventory of inns for sale, buyers will look elsewhere.  Building Buyer/Seller trust is critical.  So how is it done?

Like a good Boy Scout…Be Prepared!

  • Having complete and accurate records (including taxes…they will be scrutinized during a buyer’s due diligence period)
  • Track occupancy by month from year to year.  A buyer wants to see the seasonal nature of the inn (especially to understand what happens in the slow season).
  • Have a complete Inclusion/Exclusion list of the furniture and fixtures will transfer with the property and what will go with the sellers.
  • For a smaller inn, have a property condition disclosure (available from any real estate agent) prepared.  This is required in many states anyway.
  • For larger inns, consider a Seller’s Inspection completed BEFORE a buyer’s inspector finds any defects (and they WILL find the problems!),  This inspection demonstrates full disclosure of the condition of the inn, provides a report accuracy defense in the event the buyer’s inspector overinflates the seriousness of a deficiency, and leads to a corrective plan to defuse emotions and begin negotiations.
  • Keep your gift certificate log current
  • Open and honest conversations about marketing, buyer’s opportunities, and full disclosure.

When Marilyn and I were looking for our inn long ago (the Dead Sea was only sick back then), the owner of one of our candidate inns pulled me aside and said “Don’t worry about the numbers, Scott.  I put two kids through college on this inn!”.  We left never to return.  If he was willing to cheat the IRS, he was willing to cheat us.

Innkeepers…think about the “surprises” that made YOU angry when you bought your inn.  We’ve all been there.  Think like the buyer of your inn.  What roadblocks can be removed now to build Trust and not jeopardize the chances of a timely and financially rewarding transfer.

Anybody have any trust surprises when you bought your inn?  We would love to hear about them and what could have been done differently.   Scott

B is for Fabulous Beds

October 14th, 2011 by Janet Wolf

Jasper Resting in His Nuzzle Bed

Ahhh!

The focal point of a guest room is the bed.  I have always proposed that the bed should be the utmost enticement for a weary traveller’s eyes, for it most likely is the first thing they see when entering the room. A major part of the experience you provide for your guest is the sleep experience. What I call the Ahhh factor.  A sagging mattress, tired pillows, wrinkled linens and out of date fabric patterns are not contributing to A Better Way to Stay.

In a recent issue of Hotel Business there was an article about The Benjamin Hotel, a boutique hotel in New York City that recently completed a comprehensive renovation. The general manager said, “When it comes to the guestrooms, everything we do revolves around sleep and a good night’s sleep is all about comfort.”  We all want that and the best innkeepers out there go above and beyond to achieve that high level of comfort. Besides the 500 thread count Egyptian cotton linens and sateen down duvets, this property also offers a ‘Sleep Program’ that includes recommendations for pillows, a sleep-inducing massage and a night time snack. That sounds like an opportunity for a great package to me!

Like so many fashion trends, dressing a bed changes with the times. The mutible decorative pillow look with huge down comforters and lacy canopies was a wonderful look, the important word here is ‘was’. In its place a bed with crisp, clean lines, white or cream linens accented with a splash of color is a look that we see more and more of today.

Take a look at these two examples of beds I believe any guest would love to fall into.

 

 

 

 

 

 

 

So why should an innkeeper change their look and feel of their beds on a regular basis as well as the overall look and feel of their décor? Guests expectations are constantly changing, whether it is Gen Y or the over 60 crowd. We all like new and fresh. All of us at The B&B Team believes it is very important that innkeepers strive to meet today’s consumer’s needs. A new and fresh design can increase your guests’ intent to stay thus increase your bottom line. That’s reason enough.

By the way, those fabulous beds belong to the Inn at English Meadows and Captain Jefferds Inn. I’m not sure who the cat belongs too, just thought it was a great shot.

Janet Wolf

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